In the past year, I've heard of two completely unrelated companies that have each experienced major user related email nightmares. I am sure these are just the tip of the iceberg. Company 1: A high level Human Resources executive sent out a spreadsheet of the entire company's employee information including salary information to the entire company's distribution list. Note: this was not intentional and the executive immediately attempted an email recall but the damage was already done by those who are quick to open emails. Company 2: An administrative assistant received an email claiming that the girl in the picture was abducted and the email should be forwarded on quickly to as many as possible. The admin quickly forwarded the email to multiple distribution lists which included nearly 50,000-80,000 people. The email was in HTML format with a large graphic background resulting in a significant byte size. A few people receiving the email made the problem worse by responding all to the email asking to be taken off the distribution list resulting in more people irritated by receiving multiple large messages. The overall email replies snowballed into a significant email issue until they shut down all the related messages. Most would agree that both of the people who started this incident should probably be reprimanded in some way. However, neither one intentionally were causing harm in any way. Neither one were also people with any type of technology background. If we were still dealing with paper and manual processes, neither one would have had any problems.

The question I put forward: Is it the people or is it the technology?

At what point do we put the blame or accept the risk from introducing a technology to those who do not fully appreciate or understand its power? These are just simple examples that with a little time will be completely forgotten. However, the overall risk should still be considered for any new technology we introduce. I am definitely NOT saying we should return to manual processes BUT that we need to understand the risks that come with the advantages of any collaboration technology like email. It can seem to be deceptively simple to start using and yet the usage of it can carry high risk. Maybe it is somewhat like driving a car? It also seems relatively simple to get into a car and steer. However, we require a license due to the potential risk that one can do to themselves and others. Is it time we do the same with technology and in particular certain collaboration tools? The bright spot some may say is that the younger generation grew up with many of these technologies and would be much more likely aware of the risks and usage. They will get "burned" by improper usage with their peer group as teenagers. Think of the horror of accidentally sending an email or text message to the wrong friend! More related email horror stories: